ComplaintsforMiele, Inc.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a Miele washer/dryer combination on July 31, 2023 because they offered a $300 rebate. I applied for the rebate and it was rejected with no explanation. I contacted Miele and worked with a representative since then several times. I even contacted the main US headquarters. At each step, they required me to begin the process from the start. That is, send in evidence of purchase, of product serial #s, and website announcing the rebate. Also at each step, Miele representatives assured me I would be getting my rebate. I found out today that my application was once again rejected with no explanation. I saw online that this has happened before with other customers.

  Business response

  03/27/2024

  BBB,

  Thank you for allowing Miele to respond to this matter.

  Due to the complexity and age of this issue, it will take some time for Miele to research and investigate the validity of this claim.

  Miele will contact this consumer and discuss updates to this resolution.

  Regards,

  Miele Quality Assurance

  Customer response

  03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is the same response I have received on multiple occasions when I have asked about my claim without receiving any further communication.  I require Miele to provide a reasonable time frame for their determination as well as their keeping the BBB in the discussion loop. 
  
  My initial application for the rebate was timely, as were the subsequent applications required by Miele after talking with several their representatives.
  
  Regards,
  **** ***********

  Business response

  04/01/2024

  BBB,

  Miele has been in contact with this consumer and is working to resolve this matter

   

  Regards,

  Miele Quality Assurance

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Miele's continued rejection of my rebate request was based on their incorrect application of a different rebate offer than the one I was basing mine on.

  After providing them with the same information I had already submitted three times previously, they finally -- after eight months -- agreed to send me my rebate.  I expect to receive it within 6 to 8 weeks.  If not, I will reopen my complaint.

  
  Regards,
  **** *********** 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a Miele washer (WWD660) and dryer (TXD160WP) on 1/31/24 for $3,500 with the understanding based on Miele's promotion that I would be eligible for a $500 rebate. After entering in all of the information to the online portal to receive the rebate multiple times, it returns an error message. The appliance store I purchased from has been unable to help. Multiple calls to the Miele customer service they agree we met all of the terms and conditions for the rebate and say they have escalated the issue but will not give us an email or contact information for the third-party they hired to process their rebates. I have made repeated calls and have asked to have a manager call him and explain where we are with this and what we can do. If this is the type of service we are going to get from Miele, it calls into question what kind of assistance we would get it we have a mechanical or other issue (like the cracked dryer door that is still not fixed). My wife and I feel this is deceptive promotional advertising and if the company does not provide the rebate as advertised, we want them to come get the machines and refund our money in full.

  Business response

  04/02/2024

  Hello NJ Better Business Bureau,

  Thank you for making us aware of Mr. Briglia's complaint and allowing us the opportunity to respond to it. As of 3/27/24, Miele has been in contact with the customer and provided next steps to process their rebate.
  
  Respectfully,
  
  Quality Assurance Group, Miele USA
  

  Customer response

  04/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is the bare minimum that was available to me which can be considered satisfactory to me and therefore, I must find it 'acceptable'.

   The lengths I was forced to go to, to get even a single acknowledgement that I attempted a simple rebate process, is wholly counterproductive to what I would think a business wants to achieve with their customers.  No acknowledgement of the processes set up by the Miele Company to claim their advertised rebates are in anyway, remiss, leaves me with the impression of feeling like your hoops to jump through are intentional. I am writing this as a favor to your company, Improve Customer Relations!  At least acknowledge the time I've wasted so far, I have received  zero extraneous communication aside from the single one that was forced from you by the BBB has been offered to me. Right now I am made to wait several weeks before I can expect a resolution and rebate.  Forgive me if I have lost so much faith in your business practices.   All correctable by you going forward,   

  
  Regards,
  ****** ******* 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Case ********* - I contacted customer service before our warranty ended wanting to purchase the 5 year extended warranty. We had a 6 month delay to move in the house after the appliances were installed. With that, I only learned that the extended warranty has to be purchased in the first year of installation and I was prohibited from purchasing when I even found out such warranty existed. My whole house appliances, particularly the freezer but not only the freezer, were having issues and had needed service within the first year of use. I was told that although I cannot purchase the extended warranty, I will be taken care of, by ***** from Miele on the phone. I asked for documentation but was informed that I would only need the complaint number. To note this was not only regarding the freezer, but ALL Miele appliances in our house. I firmly believe that we received a batch of lemon appliances during the pandemic by this time having the hood also failed within 1.5 years of usage. The technician opened up the hood and commented that the hood is very old thats why its having issues when in reality it was being used only 1.5 years. I was quoted about $900 to replace the dead motor, more than half of what a new hood would cost. With that, I would like for ***** to take his words and try to take care of this for me. It is almost already expected to fail with the quality of products you have delivered to my house. I have Miele appliances in my office for the last 10 years and I did not call in once. We can tell the quality of appliances in our house is sub par. The technician mentioned that my trip would have a $200 credit towards the replacement or a new hood and yet the customer service said theres no record of that and cannot give me an expiration date for the price quoted on 1/15/24 and was advised to send QA department and email. 2 months later, no reply. Called in on 3/15 again, customer service said the quotation expired and new trip cost applies.

  Business response

  03/20/2024

  BBB,

  Thank you for making Miele aware of this complaint. Miele has spoken to this consumer today and have reached an agreement on resolution.

  Regards,

  Miele Quality Assurance

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased whaling machine and pedestal from Miele and the machine shakes and walks across the floor. Have been trying to get this fixed for a couple years and it is still not fixed even after several attempts from their factory authorized repair facility attempted to do so. Factory repair people say it takes two people now to work on it and they only have one person. I contacted Miele multiple times and they keep saying they are working on trying to resolve and promise someone will get back to me but I get no return calls to setup repair. The person supposed to get back is some type of field supervisor who appears to just ignore their customers. I need for a repair person to both come out as well as fix this and not just come out and not fix it. This is under their warranty for which I paid extra but it appears you get nothing for for what you pay.

  Business response

  03/15/2024

  BBB,

  Thank you for making Miele aware of **************************** complaint and allowing us to respond.

  Miele has spoken with ************************ today and have come to a mutual agreement on resolution.

   

  Regards,

  Miele Quality Assurance

  Customer response

  03/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for now.  They have agreed to replace the defective product in anticipation of it correcting the problem.  If this does not correct the problem I could re-initiate a complaint.
  
  Regards,
  
  *****************************

  Customer response

  04/04/2024

  
  Complaint: 21433886
  
  I am rejecting this response because:  Miele agreed to resolve this complaint by sending me a new replacement washing machine. They emailed on March 19 advising they had shipped the machine to their partner Specialty Appliance who they said agreed to deliver and install. Receiving nothing as of April 1st I called Miele and they said they would get back to me within 24 hours. I have received nothing as of today April 4 and called Miele who advised Specialty has now retracted their agreement to deliver. I then asked Miele where it was shipped to and they advised it was never shipped to Specialty Appliance and they would have to get back to me, I told them I was told the same on April 1 and would be re filing a BBB complaint.
  
  
  
  Regards,
  
  *****************************

  Business response

  04/12/2024

  BBB,

  Our **************************** has received notification from this consumer that contact has been made regarding delivery of his new appliance.

   

  Regards,

  Miele Quality Assurance 

  Customer response

  04/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time
  
  Regards,
  
  *****************************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 3, 2022, we acquired a second Miele ******* coffee maker for our new residence. Our previous Miele CVA 6805 Plumbed had initial glitches, but after a technician's intervention, we experienced minimal issues. Opting to invest in the Miele Clean Touch Steel *************** System (CVA7845CTS) for our new home has been a regrettable decision. We've encountered continuous problems, including failure to descale itself, a prominent feature that justified its higher cost. Moreover, the recurring error message prompting us to empty and replace the drip tray persists despite our efforts. The technician was unable to resolve the issue, and Miele's solution was to purchase a new drip tray, an unexpected expense for a less than one-year-old appliance. After extensive online research, it appears this is a prevalent issue among Miele coffee machines. Miele must address this widespread problem promptly, as I am not alone in experiencing these frustrations. Despite investing in an extended warranty, I have been unable to enjoy coffee for two days due to this error. Given the substantial investment of nearly $7,000, I expect a higher level of quality and performance from Miele's products.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In mid-Dec. 2023, my Miele dishwasher would not stop draining, so we had to turn off the water. This dishwasher is in a pantry and not my main dishwasher. At the time of purchasing, I was hesitating over purchasing Miele because in the past I have had many problems with their products and with service. However, I also do like certain aspects of the products. and when I met a *****************************, Regional Manager (Western Region South) in the store and he convinced me that if I had any service problems to just get in touch and he assured me he would help.. So I did contact him in Dec. when this happened. Previously, in the first year of owning the dishwasher (it is now 6 yrs old) the motor had to be replaced, and I was told that it was because I had not kept water and rinse aid in the bottom of the dishwasher, something I've never had to do with any dishwasher. (This is a winter home so it is not used continuously) I have since paid our caretaker to do this weekly after running it through a rinse cycle - which is what was advised) We weren't even here for over 2 yrs during pandemic but this was done every week. The dishwasher has been used to actually wash dishes about 6 times, it is like brand new. I was told by Miele service that I needed to pay about $150.00 for a service call - but I do not think I should have to do this. I believe this dishwasher was faulty from the start and I believe I will be told that it needs another motor, which I will not pay for. This is why I emailed ********************, and from that time to now I have received one email (about 2 months ago) saying that he put the matter into someone else's hands. I have never heard further. Three weeks ago I emailed him again and I was upset enough to say that if I didn't hear from him within two weeks I would be replacing the dishwasher with another brand. So I am now looking at dishwashers, but I thought this horrendous service and definitely a broken promise from him, should be noted.

  Business response

  03/11/2024

  BBB,

  Thank you for making Miele aware of this recent complaint and allowing our response.

  Miele has attempted to contact the **** residence to discuss this matter. Our contact information was left for the consumer.

   

  Regards,

  Miele Quality Assurance

• Initial Complaint

  03/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Miele dishwasher in February 2023, and in November or December of the same year, we came down one morning after running the dishwasher overnight to find the display screen on the panel had cracked. To be clear: there was no sign of impact from a dropped item on the screen or anything else of that nature that would cause one to come to the conclusion that the issue was caused by the operator/negligence. I filed a claim under warranty with Miele. A third party technician came out to review the issue, and I received the following update from Miele’s 3rd Party Service provider: “Good afternoon, this is ***** **** ********* *****r. We were out on Jan 2nd to service a Miele Dishwasher. After our technician did the diagnostic he determined that two parts are needed a new Control Electronic and Fascia Panel. The control electronic is covered under warranty. And installing it will also be covered through warranty. However the Fascia Panel will not be covered. We have emailed you an estimate for part and labor.” The cracked display screen is part of the fascia, so they are putting that on me as they are claiming it is cosmetic. I disagree as the crack was caused by faulty engineering and should 100% be covered under warranty (this is an issue with temperature differential during the drying mode, I suspect). I have gone back and forth with Miele, and they are refusing to escalate the issue at my request. I asked to speak with a manager, which never occurred, and they have closed the case. I would like the item repaired ASAP under Miele’s warranty, given the crack was caused by a defect and could cause further damage to the unit if not addressed. (If that does occur, I want a whole new unit). I know my rights and protections under Maryland and Federal law. This should absolutely be covered. I would like to get this resolved without further delay or any wrangling in the court system. I am hoping you all can assist me with this dispute. Thank you, ******

  Business response

  03/05/2024

  BBB,

  Thank you for notifying Miele of this consumers complaint.

  Miele has contacted this consumer and provided an agreed upon resolution.

   

  Regards,

  Miele Quality Assurance

  Customer response

  03/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ********* ****

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  An extended warranty was purchased for Miele washing machine and dryer during a visit from a Miele employed service tech. The Miele employed service tech represented that if we purchased an extended warranty in the future we would receive any service under the warranty from a Miele employed service tech. No documentation was received at the time of purchase and a warranty was received weeks later. No 3 day right of rescission was ever provided during this in-home sale solicitation and sale. We required service and Miele advised that we were outside of the Miele employed service tech service area. We received service from a Miele authorized tech, the scheduling was difficult. I called Miele last week and was promised a return phone call; which promise they dishonored.

  Business response

  03/14/2024

  Hello ** Better Business Bureau,
  
  Thank you for making us aware of *********************** complaint and allowing us the opportunity to respond to it. We spoke with the customer on 3/5/24 to discuss his complaint at which time ************** expressed interest in exploring other avenues to achieve a resolution. 
  
  
  Respectfully,
  
  Quality **************** Miele ***

  Customer response

  03/14/2024

  
  Complaint: 21374805
  
  I am rejecting this response because:
  
  They are lying
  
  Regards,
  
  *************************

  Customer response

  03/15/2024

  
  Complaint: 21374805
  
  I am rejecting this response because:
  
  Again, they are lying. We spoke but I did not withdraw my demand that Miele act. This is evidence of their bad faith
  
  Regards,
  
  *************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Scout RX3 in January 2024. Prior to purchase I called Miele direct and asked: Can the product be returned, can I map my home via the app, can I tell the Scout where I want it to vacuum. The answer was yes to all questions. Upon receipt of the product, I discovered I could not map the house nor could I tell it where to vacuum. Plus when the battery needs recharging, it stops where it is and I have to return it to the base for charging. Also, the product cannot be returned after using it. This information is buried on their website somewhere. I found it once, but could not find it again. I now have a $1000.00 robot vacuum that I have to be near so I can take it to the charging base when the battery needs charging. What is the point of a robot vacuum If you can't leave it to do it's job. I was told by customer service "it is not programed to return to the charging base when the battery is low." Was also told I would not be able to program the vacuum to do what I wanted because, again, it was not programed to do that. Which time did they lie to me, before or after I purchased the vacuum. I mailed a letter to the President of Miele *** on February 5, 2024 but he never bothered to answer.

  Business response

  03/14/2024

  BBB,

  Thank you for notifying Miele of this complaint and allowing our response.

  ****************** was contacted on 3/13 and her matter discussed. It appears the consumer may not have the vacuum configurated correctly.

  Some guidance was provided and consumer will attempt to use suggested advice.

  Regards,

  Miele Quality Assurance

  Customer response

  03/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. Miele still needs to work on customer service training and writing a better manual.
  
  Regards,
  
  *****************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two items in June 2023 that offered a manufacturer rebate. The rebate form returned an error and have have called and emailed without a resolution ever since. Most recently in January I received an email suggesting that volume for rebate inquiries is high at this time of year. However they have had this issue unresolved for over seven months so that feels unreasonable. The excuses and continued ignoring or emails knows no end and I'm sick of spending so much time following up on something I'm entitled to receive

  Business response

  03/01/2024

  BBB,

  Thank you for making Miele aware of this complaint.

  ******************** matter has been resolved and was notified via email of rebate completion. 

  Regards,

  Miele Quality Assurance

  Customer response

  03/25/2024

  
  Complaint: 21316512
  
  I am rejecting this response because: I purchased appliances eligible for rebate in June 2023. I called following the purchase to file a rebate claim because the online form was broken. I was assured it was in process. I followed up dozens of times over email and phone. I was told six months after filing the original request that its a busy time so rebates are delayed. That was ludicrous since it had already been sitting six months without action. In February 2024, the company alleged I filed the rebate claim for the first time despite email communications dating back many many months. ***** has been willing to acknowledge the history of emails. ***** has been willing to explain why a rebate should take nine months to receive. ***** has been willing to apologize. I have spent dozens of hours on this and want proper compensation for my wasted time. I want to speak to someone on the phone to have a proper apology and resolution. I filed a previous complaint and the business lied about the resolution. I'm still waiting for the original rebate.
  
  
  
  Regards,
  
  ***************************

  Business response

  04/04/2024

  BBB,

  **************** has been contact on March 25th and was provided with his approval and claim# MVRJYRHYFG.

  Processing takes 4-6 weeks to receive the rebate via email. This matter has been resolved.

   

  Regards,

  Miele Quality Assurance

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩